Customer Service/Inside Sales Representative

Sells the organization’s products and services to prospective and established customers through face-to-face interactions, phone calls, email, or fax. Handles customer needs by identifying requirements, answering questions, creating solutions, and ensuring a smooth and efficient sales process. Must be knowledgeable of company policies, procedures, products, and services.

Responsibilities

• Help deliver sales targets, including new business, by maintaining accounts through active communication about new product launches, services, supplies, and promotions via outbound calls.
• Provide excellent customer service via face-to-face interactions, phone calls, and emails.
• Execute all aspects of the sales function, including order processing, purchase orders, payment processing, quotes, and delivery dates, ensuring accuracy of entered information.
• Recommend alternate products based on cost, availability, or specifications as needed.
• Obtain and monitor scheduled shipment dates to ensure timely delivery and expedite as necessary.
• Coordinate with manufacturing, sales, distribution, and vendors regarding shipments.
• Generate new and repeat sales by providing product and technical information in a timely manner.
• Educate customers about product terminology, features, and benefits to improve sales and satisfaction.
• Provide accurate information regarding the availability of in-stock items.
• Assist customers with warranties and returns.
• Collaborate with the Branch Manager to resolve problems while ensuring customer satisfaction and adherence to company policies.
• Coordinate problem resolution with appropriate departments.
• Periodically reach out to customers to assess satisfaction with products and services.
• Maintain records and prepare reports on sales activities.
• Expand knowledge of HVAC products and stay current with industry trends.
• Work positively with all levels of management and peers to ensure effective teamwork and service delivery.
• Understand and follow work instructions, operating procedures, and company policies.
• Participate in additional projects or activities to support ongoing business needs.

Requirements

• 1–3 years of progressive sales experience.
• High school diploma or GED equivalent; some college preferred.
• Knowledge of HVAC equipment/products is preferred.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and database applications.
• Strong customer service and relationship management skills via walk-ins, phone, and email.
• Positive, professional attitude with the ability to handle difficult customers and diffuse negative situations.
• Good phone and email etiquette.
• Ability to manage high-volume customer traffic.
• Effective verbal and written communication skills, including clear explanation of technical information.
• Strong organizational and time management skills, including the ability to prioritize and multitask.
• High attention to detail and accuracy.
• Ability to establish positive working relationships with internal and external customers and employees.
• Good judgment, strong work ethic, and integrity.
• Ability to understand and follow procedures, work instructions, and company policies.

Pay

$18.64 to $23.31 hourly.

Schedule & Work Environment

• Works within well-defined instructions and established procedures under close supervision.
• Must be able to perform essential responsibilities with or without reasonable accommodations.